# How support works

> Source: https://support.adaptek.tv/docs/adaptek/support?lang=en · Language: English · Product: Adaptek · Access: public
>
> Ticket channels, priorities, response times and what to include in a ticket so it gets solved faster.

## Channels
| Channel | What for | How |
|---|---|---|
| **Portal** | The main channel: history, files, statuses, link to your launch | [New ticket](https://support.adaptek.tv/tickets/new) |
| **Telegram** | Notifications, quick replies, creating tickets from your phone | [Telegram support bot](https://support.adaptek.tv/docs/adaptek/telegram?lang=en) |
| **E-mail** | If you don't have portal access yet | support@adaptek.tv |

## Priorities and first-response times
| Priority | When to choose | First response |
|---|---|---|
| **Critical** | Ads or streaming are broken in production, widespread error | within 1 h |
| **High** | A significant share of inventory isn't monetized, the launch is blocked | within 4 h |
| **Normal** | Questions, configuration, non-blocking defects | within 24 h |
| **Low** | Wishes, consultations without urgency | within 72 h |

The deadline is counted from ticket creation and shown on the ticket. If the priority was chosen incorrectly, the team will adjust it.

## Ticket lifecycle
1. **New** — the ticket has been received and the team notified.
2. **In progress** — an owner is assigned and working on it.
3. **Waiting for customer** — we need your reply or action. As soon as you reply, the ticket goes back to “In progress”.
4. **Resolved** — we consider the issue solved. If not, just write in the ticket and it reopens.
5. **Closed** — the final state.

## What to include in a ticket
The more precise the description, the faster the fix. For typical cases:

- **Ads don't show (SSAI):** link to the output stream, channel, exact time with time zone, a manifest fragment with markers. See [Troubleshooting SSAI](https://support.adaptek.tv/docs/ssai/troubleshooting?lang=en).
- **AdStart player:** the diagnostics file from the player (export button in the diagnostics panel), build number, browser/device. See [Player installation — overview](https://support.adaptek.tv/docs/adstart/install?lang=en).
- **GAM / MCM:** Network code, ad unit, a sample tag or VAST request, a report screenshot. See [GAM 360 · MCM with Adaptek](https://support.adaptek.tv/docs/mcm?lang=en).
- **Reconciliation and payouts:** period, your report, the discrepancy in numbers. See [Payouts, shares and reconciliation](https://support.adaptek.tv/docs/mcm/payments?lang=en).

> [!TIP]
> Attach screenshots and files directly to the ticket — up to 10 files, 25 MB each. In Telegram you can send a photo or a document with a caption.

## Who sees a ticket
A ticket is visible to its author, colleagues from your organization on the portal, and the Adaptek team. Internal team notes are not shown to you.